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Does Unified Experience from Genesys and ServiceNow support voice transcription?

Yes. When your Genesys Cloud organization is configured for voice transcription, live transcripts of voice interactions are published to ServiceNow automatically. During a call, utterances from both the agent and the customer appear in the active call viewer in the ServiceNow agent workspace within a few seconds. Each utterance is labeled with the speaker.

Transcription starts for all calls, with no action from the agent. When the call disconnects, the transcription ends and the interaction record in ServiceNow closes. After the call, the transcript is available in the Internal Transcript section of the interaction record.

In your Genesys Cloud organization, configure voice transcription with the Low Latency Transcription option enabled. For more information, see and .

Notes:
  • When a call is transferred, anything that the first agent says just before the transfer appears in the transcript as spoken by the agent who receives the call.
  • After the call ends, the Internal Transcript section can display a ‘-‘ while the transcript loads. To view the post call transcript in such scenario, refresh the page.